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ENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services.
Team: Global Strategic Marketing
Reporting To: Head of Global Customer Experience
About ENGIE Energy Access
ENGIE Energy Access (EEA) is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.14 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities.
With over 1,700 employees, operations in nine countries across Africa (Benin, Cote d'Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.
www.engie-africa.com
www.linkedin.com/company/engie-africa
Job Description
The Customer Experience (CX) Business Strategy Manager is a key team member within the Strategic Marketing unit and will play a crucial role in supporting customer service operations across EEA. The role will be responsible for empowering decision makers with real-time and right-sized data insights and recommendations to improve customer service performance and to inform the broader customer support strategy. This role requires a keen ability to work cross-functionally with country teams and key central functions including Marketing, Sales, Consumer Finance, Product, Software & Data, Corporate Finance and others to develop and maintain strong business and technology relationships, becoming a trusted partner to all stakeholders.
The right candidate will be analytical, curious and having a passion for solving problems through a data-driven, customer-centric approach. Ideally, you would combine your analytical capability with a background in business strategy, especially with customer service, customer segmentation and customer value management. Your work will make a meaningful impact by enabling EEA to stay accountable to our results, to better manage customer support performance, and to continuously innovate as we seek to go after our consolidated active customer, revenue and repayment targets.
Key Responsibilities:
Main Activities
Business Intelligence, Reporting & Data Visualization
Management, Training & Capacity Development
Processes, Systems & Standards
Strategy & Planning
Required Skills & Experience
Desired Skills & Experience
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!
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